Shipping, Returns & Refunds

Shipping

We ship to Great Britain and Northern Ireland by Royal Mail 24: £9.97 an order, free on orders of £200 or more. In-stock pieces leave the workshop within 1 working day; made-to-order pieces ship after the lead time shown on the product page (typically 3–4 weeks). You'll get a confirmation when your order is on its way.

Who pays the postage

Whichever it is, please email us before you post anything: we'll send the return address and tell you how to pack the piece.

Changing your mind

Before it's dispatched. Email us and we'll cancel the order and refund everything you paid, delivery included. That goes for a made-to-order piece we're still making, too.

After it arrives. Under the Consumer Contracts Regulations 2013 you have 14 days to cancel, for any reason, counted from the day after your order arrives (if it comes in more than one parcel, from the day after the last one). Tell us by email within those 14 days, then send the piece back within 14 days of telling us.

Postage. You pay to send it back to us. Use a tracked service and keep the receipt: it proves the piece is on its way, and it starts the clock on your refund.

Condition. You're welcome to handle a piece as you would in a shop. A board that's been cut on, washed or oiled can't go back on sale as new, so we may take off an amount in proportion to the value it has lost, and we'll tell you how much and why before we refund. Please pack it well, ideally in its original box.

Your refund. The price of the piece plus the delivery you paid (£9.97, or nothing if your order shipped free), to your original payment method, within 14 days of the piece reaching us or of you sending proof of postage, whichever comes first. If you send back only part of an order, we refund the pieces you return and the delivery charge stays, because the rest of the order came with it. We never charge for delivery afterwards, even if what you keep comes to less than £200.

If something's wrong with it

Tell us as soon as you can: email us with your order number and a photo. If a piece arrived damaged, please keep the box and packing, which we need to claim from the carrier. Because our pieces are oil-finished, many marks aren't faults at all and simply re-oil back to life, so a photo first lets us tell you honestly which it is.

In the first 30 days. Under the Consumer Rights Act 2015 you can reject a piece that's faulty, damaged or not as described, for a full refund of what you paid, delivery included, with nothing taken off for use. If you'd rather, we'll repair or replace it instead.

From 30 days to six months. We'll repair or replace it. If that can't put it right, you can have a refund instead.

Postage. In both cases we pay it both ways: we'll email you a prepaid label for sending the piece to us, and pay to post any repair or replacement back to you.

Refunds. A refund for a faulty piece goes back to your original payment method within 14 days of our agreeing it.

Our 12-month workmanship guarantee

If a fault in our making shows up within 12 months of delivery (a glue joint that opens, a crack or split that isn't down to how the piece has been used or kept, or feet we fitted working loose), we'll repair the piece or replace it, and the work is free.

Postage. For a fault in the first six months, we pay the postage both ways, as above. From six months to twelve, you pay to send the piece to us, and we pay to send it back.

What it doesn't cover. Knife marks and everyday wear; damage from the dishwasher, soaking or standing water; direct heat, such as a hob, oven or radiator; drops and accidents; a board that has dried out and split because it hasn't been oiled; and the slight seasonal movement, fine surface lines and natural differences in grain and colour that are part of solid hardwood. Our care guide keeps a piece clear of all of them.

If we can't put it right. If we can't repair it and can't make you a matching replacement, we'll refund what you paid for the piece. A repaired or replaced piece is covered for the rest of the original 12 months.

How to claim. Email us with your order number and a photo of the fault, before posting anything. Plenty can be sorted from a photo, and if the piece does need to come back we'll send the address and tell you how to pack it.

The guarantee is given by Fast Forex, the sole trader behind Timbermere Studio (Unit 16 Selby Business Park, Oakney Wood Road, Selby, North Yorkshire, YO8 8LZ), and covers pieces delivered in Great Britain and Northern Ireland. It's in addition to your legal rights and doesn't affect them: for a fault that was there when a piece was delivered, the law lets you claim for up to six years (five in Scotland), though after the first six months it's for you to show the fault was there from the start.

Two different things. If a piece we made has a fault in its making within 12 months, the workmanship guarantee covers it: we repair or replace it, and the work is free. The Refresh Service is separate and paid: it restores any wooden board, including boards we didn't make and boards long out of guarantee. See the Refresh Service →

Made-to-order, engraved and grooved pieces

Our made-to-order pieces are standard catalogue designs that we make after you order — so your 14-day right to cancel still applies to them. The cancellation right only falls away for items genuinely personalised or made to your own specification (a true commission); if you ever order something bespoke, we'll make that clear at the time. Two of our options count: an engraved board, and a board with a juice groove routed to your order — both are said on the product page before you add them. Feet fitted to a board are removable, so a footed board keeps its normal 14-day right. Everything under “If something's wrong with it” and the guarantee applies to all of these pieces in full.

Gift vouchers

You can cancel an unused gift voucher within 14 days of buying it for a full refund to your original payment method: email us with your order number. If you return something you paid for with a voucher, the part paid by voucher comes back to you as a new voucher code, and any part paid by card or PayPal is refunded as above. See the gift voucher terms.

How to start a return

Email studio@timbermere.com with your order number (and a photo, if something's wrong), and we'll guide you through it. See also our Terms of Sale.

We'll send you the return address with those instructions. We ask you to write first rather than post a piece straight back, so we know it's coming and can tell you how to pack it — a board that arrives unannounced is easily damaged and hard to match to an order.